Application Support Engineer L2 & L3
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Key skills for this role
Key Skills for This Role
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Requirements
- Key Responsibilities
- Monitor application availability and operational health and respond to incidents and service requests.
- Investigate application errors, logs, integrations and configuration issues and coordinate resolution across teams.
- Provide L2/L3 support and manage escalations to vendors or development teams where required.
- Support approved releases, configuration changes, deployment validation, UAT coordination and production checks.
- Maintain application runbooks, known-error records, support procedures and service catalogue information.
- Conduct root-cause analysis and recommend preventive or improvement actions.
- Coordinate access and production support in line with security, segregation-of-duties and change controls.
- Identify requests that constitute enhancements or projects and route them through the agreed approval process.
- Minimum Experience and Qualifications
- Minimum 5 years of enterprise application support experience.
- Demonstrable L2/L3 troubleshooting experience across web, enterprise or government applications.
- Working knowledge of SQL, application logs, web services/APIs, release support and ITSM processes.
- ITIL 4 Foundation preferred; relevant platform or vendor certifications are an advantage.
- Strong client communication, documentation and incident-ownership skills.
- Previous experience supporting UAE government digital services.
- Working knowledge of TDRA-hosted applications and related access or deployment processes.
- Arabic language capability for user and stakeholder coordination.
About BlackStone eIT
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